On the Call us page, select “Call Center for any brand except specific brands/products below”, select your country and then use the phone number that appears in the Id card. Press the Cloud Priority Number to connect with Online User Excellence Center.

Cloud Priority Case means the total inability for a customer to connect, load or save its data. It is an Online Services interruption other than a Planned Service Interruption or an Emergency Service Interruption.

If you want to submit a request, you should go to our 3DEXPERIENCE platform on cloud support and select Submit a request.

Select "New request" at the top left of the page. Fill in the boxes: search your App, Choose your navigator, choose your level of emergency, and specify the title of your request and the description. If you want to be contacted by our team, we encourage you communicate your phone number.

If needed, you can add a file. To help the Online User Excellence Center, you can add some information in the comments box: How can I help Customer Success to better analyze my cloud issue?

For Web applications issues on cloud, we generally need the following information from you:

1. Service URL: 3DDashboard URL2. Tenant ID: it's the Rxxxxxxxxxxxx identifier visible in 3DSwYm URL3. Scenario: describe the step by step workflow that lead to your issue, since you start 3DEXPERIENCE Platform4. Expected Result: describe the result you expect instead5. Screen capture OR video of the error: it's better to illustrate your scenario for a quick understanding of your issue6. Is the issue reproduced on all several browsers? (IE/Firefox/Chrome) Yes/ No: precise specify your Browser and version7. Is it reproduced by all users? Yes/No: provide login and email address of the user impacted8. Is it reproduced systematically? Yes/No: since when is it reproduced? (date and hour)9. Optional: If the scenario is not reproducible systematically, or reproducible only with specific user/tenant, DS Support may also ask you:10. Fiddler traces. The people who face the issue can record it easily. See: QA00000038204 for how to proceed to record Fiddler traces.11. Code level: For this, you can provide a screen capture of About 3DEXPERIENCE Platform (go to? Menu in top right of your application, then go to About tab)12. Support information file (go to the “?” Menu, then go to Support tab and click Download information file). This will generate a file with information on your browser, OS, resolution, geolocation, tenant ID, platform latency and download rate

Install your 3DEXPERIENCE native application on cloud

To complete the online installation of the 3DEXPERIENCE native applications, perform the following steps:

1. Go on the 3DEXPERIENCE platform using your 3DPassport credentials2. Based on the roles those have been granted to you, the apps will be visible under each Quadrant of the compass3. Click the Native app Icon that you intend to use4. Platform will prompt you to install the 3DEXPERIENCE Launcher 5. Download and install the launcher6. Continue with the installation7. Select option of Installing All Granted Roles OR All Roles containing the App;8. Installation launch starts and launched the Installer;9. Installation finishes;10. Launch the App from the Compass again by clicking the Icon. The App Launches.For more information on the installation of the 3DEXPERIENCE platform, please take a look at our Onboarding section.

1. Select option of Installing All Granted Roles OR All Roles containing the App2. Installation launch starts and launched the Installer3. Installation finishes4. Launch the App from the Compass again by clicking the Icon. 5. The App Launches.

1. Login to 3DEXPERIENCE Platform.2. On Top right of the Global tool bar you’ll find 3DDrive icon.3. Click on the Gear icon Install option is prompted4. Click on it to install5. Allow the installer to launch.6. Install 3DDrive7. Once installation is done. 8. It prompts you to define the folder for physical location of the Drive on your machine.9. Specify desired folder location in case you want to change the default location.

Using the 3DEXPERIENCE platform

If you want to have access to online documentation on the 3DEXPERIENCE platform, you can browse information on the cloud support website. In the section Usage of the 3DEXPERIENCE platform, you will find:

If you want to get instant notification for a platform incident, you can choose to subscribe to your Cloud Environment Health RSS Feed. For this, select in the Cloud Health Console your environment between Customers, Academia & Partner Portal and click on the RSS icon to subscribe to its RSS feed and receive instant notification directly within your mailbox or within your RSS feed application.